Flagship Resort

I have read Ms***’s rejection and again disagree withher representation of the situation We called her on 2/5/12:17pmand left a message this was not a returned callWe returned a call on 2/19/at 1:at call back number left ending [redacted] whichwas not a good number per message02/27/at 1:42pmleft another message at [redacted] to discuss attempt to discuss usage not as a callback but as part of our New Owner ProgramCalled back again 9:and spoke to Ms.She stated she wanted IIrushed and wanted [redacted] to call her [redacted] called back at 9:am on same day to remind msII took daysOn 03/15/at 1:we emailed ms her II Membership Number On 03/19/11:we spokewith Ms [redacted] who did call in and discuss her opinion about II Getaways costinga 1,which again I can clearly disproveAt that time she demanded to speakwith someone prior to 3pm that dayAt1: [redacted] called and left a messagefor msThere was not a call back from msOn 3/20/we received an email from to cancelmembership due to Getaway infoWe responded by offering to go over II’s websiteand provided contact information for ms to use at her convenience to avoid theongoing issue of trying to contact ms At11: we received another email stating to sell her unitand she was going to contact the Revdex.comOn 3/20/4:[redacted] left another messageTried again at 4:48one number was the wrong number and the other number was out of orderOn 3/23/15at 11:am Ms called in requesting informationon how to sell unit and stated again was going to contact the Revdex.comShe also requesteda call back and provided a corrected number ending *** [redacted] called the newnumber at 5:and left anothermessage No return call We have not ignored her messages nor would weWe havespoken to Msmultiple times yet she indicates she is being ignored In the spirit of preventing any furthermisunderstanding, can Msemail me directly with a date and time that one ofthe Ambassador Team Members could call her back that she will answer the calland be available to discuss her concerns so this matter can be settled privatelyas per her last request? She can email me at [redacted]

I have read the consumers complaint I am unclear on what charges the consumer has not charged back to us that they are expecting refundCan they give an accounting of the funds they feel are due for us to review? The consumer also confirmed a vacation for this month with RCI while charging back the monies paid We will continue to check our records despite disagreeing with any wrong doing on our behalf Also can the consumer explain why the funds were charged back after they confirmed their vacation? Additional research and information is needed to resolve this matter

Complaint: [redacted] I am rejecting this response because: I did not meet and give my statement to security until they were called in the lobby. I first gave my complaint to the black man Housekeeping Manager who told me that I needed to have the Manger come to my room. We were on my floor and close to my room and he didn't come into it. I took a picture of the bed bug that I killed on their quilt. They have lied so many times that it is so disheartening because they really do have a great facility. Just get rid of the bed bugs before it becomes a major problem in your facility. Regards, [redacted]

I have read the consumers rebuttalAs per the document signed at closing, the Maintenance Fees was noted as the current feeAn additional document provided called the Public Offering Statement clearly states that each owner should expect his fees to increaseThe documents are written confirmation regarding what was discussed during the purchaseThe documents do not lie as the consumer indicatesThe Owner can sell his timeshare unit at any time to release himself from his ownershipWe do not have a resale program as again indicated via the paperwork at closingIt would be the consumers responsibility to sell their timeshare if they desired to do soThe owner has not even used their vacation at this point so I am uncertain how the consumer could gauge the success of the program without making any attempts to book beyond two owner rate from last yearThe owner indicates they are tired of paying for something they are very distressed withHow can their be distress when the program wasn't utilized or even attempted? We would be happy to assist the owner with scheduleing their vacation ownership week before it expires on 12/31/Please have them contact me directly for assistance

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis matter was handled very quickly by a gentleman named [redacted] He was very polite and spoke with [redacted] He explained to them that nights charge was their policy for a no show and we had the right to be refunded the rest of our moneyAfter doing so, [redacted] promptly refunded my moneyThanks [redacted] Regards, [redacted]

I have read the consumer’s complaintI am slightly confused by the consumer’s dissatisfaction with our product as they have not yet attempted to utilize their owner’s week only our owner’s rateThe intention of purchasing vacation ownership should be for one’s personal enjoymentI believe the consumer needs to actually have that experienceUnfortunately their week did expire on 12/31/In an effort to resolve this matter and to ensure the consumer has the maximum opportunity to enjoy their vacation, I will extend the consumer weeks for to expire on 12/31/Please have the consumer contact me directly at [redacted] to determine if they would like to vacation at the Atlantic Palace or place a week for deposit with RCI the exchange company

I have reviewed the owners complaintI have also reviewed out Maintenance Work tracking ticket and there were not any calls logged for this guest during their stayIf the consumer had an issue during thier visit, it is a reasonable expectation that they would have reported issues claimed to the Revdex.com to the Management team to be addressed during their stay not months after the visitThe owner was not on their Owner's week but was enjoying their Owner's Rate privileges and there fore Maintenance Fees would not play a factor in any consideration offered to restore this consumer's faithThe consumer was assigned to a renovated unit and the pool was renovated as recently as 2011, so the claim that the conditions at the resort are the same as years ago is inaccurateWe have been in the midst of an ongoing renovation project and are spending Million dollars to improve our serviceOn the 17th of July we did have a temporary elevator outage that last about hoursThis impacted service greatly and we offer our sincerest apologies to all of those effectedI woould like to welcome the guest back as my guest in an effort to correct this inconveniencePlease email me a date you would like to stay and I will confirm if that date is availableI look forward to hearing from you regarding your future stayThank you!

This matter has been settled privately

Thank you for your emailThere is no confusionThe consumer's suggested resolution was understood and rejected as it is not reasonableThey have an existing mortgage as well as owe Maintenance Fees as they have not utilized the vacation and therefore couldn't possible have an accurate understanding of what they purchasedThere is no indication that we had promised to purchase back the unit as stated and the documents signed on the date of purchase are in direct conflict with the consumer's claimThe consumer's time can be deposited with the exchange company but it is only done so at their expressed directionSince they did not provide any direction to schedule or deposit their time, we would not want them to miss out on their vacation opportunity which is why we offered them an extensionThe consumer can contact me directly to schedule or depositThe consumer is stating the vacations with RCI may not be cheaper than other sourcesI assume they are referring to their getaway inventory in which market demands the pricing and availabilityThe average vacations cost approxto for an entire week with some being less or more depending on the market but again these are time share resorts being offered to the membership and most have on site amenities and kitchen areasRegarding the *** comments, the comments are directed to each operating area manager when shared to either address or celebrate the opinions shared by each guest an ownerThe consumer should understand that it would be futile to solicit feedback not to have it addressed rather then assume that something dishonest is occurringThe Revdex.com’s role is to assist in facilitating a reasonable solution for both partiesIn the spirit of that commitment, our offer is to ensure that the vacation the consumer had purchased is honoredLastly the consumer indicated a significant life event and we would like to offer our congratulations on the birth of their childWe are certain that this can create an additional financial hardship and are willing to work with them to create an affordable play plan and eliminate their late fees for their maintenance fee as a one time courtesy

I have the consumer accusation that my response was also filled with liesI am mailing proof of each of my claims tot he consumer for them to review as factual statementsI am also requesting that the consumer contact me directly to arrange a conference call as they have requested to discuss and settle this matter privately based on their last replyIf need be, I can also send the documentation to confirm each of my claims that the consumer regards are lie directly to the Revdex.com to settle this matter

I have read the consumers complaintThe owner’s maintenance
fee has NOT increased since their upgradeI am uncertain why they would claim
it hasOur documentation clearly states that the Owner should expect their
Maintenance Fees to increaseThis is largely due to
increased property taxes
and utility increases as well as improvements made in the buildingThese
consumers have been owners since and upgraded their time to a better
travel seasonOwners are limited to two rooms at any one time on an Owner
RateThis information is also included in our annual paperworkImmediate
Family (not friends) is permitted to book the room limit however the
reservation must be booked directly by the ownerIn 2011, the owner attempted
to book units and was advised could be at owner’s rate and the remaining
others would be at a regular leisure rate This policy exists to allow all owners to
enjoy their ownership at any one timeI am not certain why the consumer would believe
otherwise as this is a long standing policyThe owner has a recessionary period
and neglected to excise their right in the prescribed period if time allottedI
reviewed the owner’s statement regarding the glass and our records indicate
that the glass was broken by mistake by the owner per a statement given to us
at the time of the incidentI am sorry that the owner became injured after he
broke the glassThere is no report of stepping on the glass in our record

I have read the consumer's complaintIt is unclear to me why they would want to cancel services that have not taken the opportunity to enjoyThe purchase made was to deed Real Property into the consumer's nameThe contract documents described the cancellation period and terms and the consumer
neglected to complete a cancellation within the prescribed periodThe consumer states he requested cancellation details on the first callThis was not discussed until months after the purchase which is well past the attorney review and cancellation window
We do offer a Referral Program to offset any Maintenance Fee BillingThe consumer stated they are "bombarded" with invoicesThree notices were sent in totalThe Maintenance Fee Billing occurred on 11/1/for their usage and a billing statement was sentA reminder was sent in December and notice of the late fee billed to their account in JanuaryPer our Public Offering Statement, Maintenance Fees will increaseIn an act of good fait, I would like to offer the consumer a reduction of the Maintenance Fee Billing to the rate as a one-time courtesyAdditionally, if the Maintenance Fee Billing amount is paid prior to 3/1/14, I will waive the $late fee as a one-time courtesyIf the consumer needs a payment plan, they contact me directly
If the consumer wishes to review their Mortgage information they can log on to www.*** for details pertaining to their mortgage account.
Lastly, the consumer was advised in his purchase documents that he has a personal Vacation Ambassador*** can be reached by calling ***She will be able to assist the consumer with any usage questions and assistance needed

The consumer has stated he was not informed of his cancellation periodThe attorney review and cancellation is mentioned two times prominently at the top and bottom of his purchase and sales agreementThe consumer agreed to a day cancellation period and day attorney review period. He
additionally attempted to charge back his purchase the credit card company ruled in the favor of FantaSea ResortsA cancellation will not be honored The consumer alleges we lied that he could rent his propertyHe can rent his property for any price he determines and collect the proceeds directly fromt he rental party but must book the reservation as the owner for security reasonsAt no time would any representative provide tax adviceThe consumer was advised in at least three locations of his mortgage agreementAt the time of purchase as per our regular practice, we recommended that he meet with our Ambassador to review how to travel to Las Vegas and he declined stating not enough time and requested a taxi back to his resortCurrently his maintenance fees are delinquent but he is maintaining his other liens of credit and choosing not to pay this obligation In an effort to assist the consumer, I offer to waive his current Maintenance Fees late charges and can assist withe a monthly repayment planOnce those fees are paid, I offer to assist the consumer with his vegas vacation

Complaint: ***
I am rejecting this response because:
First of all we have used our timeshare week at least once and stayed several other times! Second of all as I started the lies I am referring to cane straight from the mouths of your companies crooked sales associates at our original date of purchase Lastly, our maintenance fees have increased! Please refer to your obviously mismanaged records!
Regards,
***

I have read the consumer's complaintI have reviewed the calls with the consumer and our agentsThe calls do not validate any such claim as alleged by the consumerAll timeshare sold is floating time and every week floats within the season owned which can also be booked outside of the season
days in advance when traveling to the FlagshipIt is not impossible to book a vacation as indicated and several thousand owners enjoy traveling with *** and thousands additional using their vacation at their home at FlagshipThe consumer did have multiple pending requests checking specifically in on 7/and checking out on 8/with specific resorts and due to a cruise travel date needed a Wednesday check in which is not a valid check in date in her travel destinationIn utilizing ***s website or resort directory the valid check in days per markets are clearly noted and this frustration could have been avoidedWe suggest the consumer contact our Customer Care team for additional assistance and guidance regarding how to utilize ***'s website or resort directory

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease remove all late fees as I want to pay our maintenance fees as soon as possible, no payment plan is necessaryPlease also credit us with last year's expired week
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The respondent is erroneous and the company is misrepresenting what was said in the conversationsThe seller knew when I arrived to the first encounter 5/1/that my employer is the *** and in bad faith sold me a season "winter" knowing I would never be off, because I explained thatTo which they responded I would be able to use it anytime (this is not true)The 50th week which includes the 1st to the 6th week and the 48th to the 50th week winter seasonWas this sold to me because you knew I would never be able to use it and others could then take advantage and you could charge others and double dip during this low season in Atlantic City? Going back to one of my conversations with *** when they informed me that I couldn't book by checkion a Wednesday, then I asked to make the booking for an entire week and they took my week that was on deposit to try and get me the week with the three days I neededI was willing to lose the use of my weekThen I called a Flagship Ambassador because I wanted to make sure I was understanding the complex process of booking a vacationThe Ambassador suggested instead I should book a Getaway so that I don't lose my week and there would be more chances to get the dates I wanted, so I followed the advice and called *** to relinquish my weekThen I requested a Getaway and a few months later received a postcard indicating that unfortunately they were not able to locate a hotelTherefore, the specific resorts which they chose did not have availabilityWhy would I request for my checkout date to be 8/3/when my cruise departs on 8/5? Would I want to roam the streets of *** with my family of 4? Your claim makes no senseI communicated with *** at least if not more that three times regarding this trip and with an Ambassador at least three times as wellIn good faith I attempted to use a timeshare plan I will never be able to use due to the season sold. It is evident that the plan sold would not work for us because when we went to the meeting on 7/9/in our attempt to get clarification on the best way to use the plan and your opportunistic attempt to get me into more debt because it is what I needed to make this workAs your representative stated I was sold "half a car" where did I think I would go with half a carYOUR representative Daisy K informed in order to get the benefits at the time I am off from work I would need to invest more money into this money-pit of a vacation plan you call a timeshare. Please allow me to walk away from this in some manner or relinquish my rights to this propertyWe don't want this anymore we tried to make it work and it didn't because it won't for the season we ownWe cannot go to Flagship during the winter because I will always work and cannot get time off, please understand what your salesperson has done to usI hope not to tarnish my excellent credit on behalf of this nonviable vacation planWe are open and look forward to a resolution to this matter.
Regards,
*** ***

I have read the consumers complaintThe practice the Owneris discussing in their complaint is day usage which was NEVER a contractualcomponent and always offered as availability permitsIf the resort is runningat high occupancy levels, we cannot legally permit guests into areas
that exceed thepublished max occupancy in any given areas to remain in fire safety standards.Based on Day Usage Studies (being very low) and Occupancy Levels (being veryhigh) we sent out a communication to each owner to the address they have providedon their owner file in January this year to advise that Day Usage would bediscontinued as a result of historically high occupancy levels Day Usage NEVER permitted parkingDay Usage continues to beavailable to all registered guestParking is as always available on a firstcome - first serve basis to registered guests ONLYI can provide a copy of thenewsletter to both the Revdex.com and the Owner if neededThis was also the topic atthe last General Meeting of the Owner's Association this past summer in whichevery owner is invited to attend and many participated Day Usage was not a purchased component of the contract.However, based on this complaint and in the spirit of mutual agreement, I havemade a notation in the file that if this Owner would like to enjoy Day Usage,They can contact me or the Resort Manager on Duty and see if there is adequatespace to permit day usage for the day in questionThere will be limited DayUsage available in the Summer as had always been the case and parking cannot bepermittedAn advance appointment will be needed as we cannot allow area toexceed the fire safety standards and turn away registered owners for day usage

I have read the consumer's complaint and they stated they are looking for an apology and full disclosure to their customer's and time share owners as resolutionWe have completed a thorough and full investigation utilizing a third party agent who is an expert in pest controlThe Pest Control
Professional fully inspected the room and could not corroborate the claims made by the consumerAs a result a refund would not be offered as it was unclear what type of bug if any was present. The original report by the consumer was made at 10:amIn the interim it appears the guest passed the security officer who was in route to her location who subsequently joined her at 12:pm at the front desk and completed an incident reportAs it was check out and there was other calls it did take slightly over an hour for the security office to locate and meet with the guest not over as the consumer allegesAs a general rule, had we found evidence of any bugs, the room would have been taken out of service treated with the proper chemicals and guests would not have been permitted to enter the unit during treatment therefore nullifying the need to make any guest awareThe room would not have been returned to service until such time the Pest Control Professional indicated the matter was resolvedOn behalf of the entire Flagship family I do apologize for any inconvenience caused by this matter

As a consumer minded organization, we will be forwarding a $check tot he consumer but not offering a stay as this was not promised in the original gift offerPlease confirm this will settle this matter